I wish users would report their problem istead of what they think is the solution. It’s more like: Hey support, I need a floorplan of the building containing positions of all electrical wiring. High priority, department is at a complete stop rn!
That sounds roughly related. I see ones like: excel file broken!!! Actual issue: it’s dark so the computer screen is too bright and when they put sunglasses on due to the brightness, they can’t read the numbers. Solution is to turn the lights on.
I wish users would report their problem istead of what they think is the solution. It’s more like: Hey support, I need a floorplan of the building containing positions of all electrical wiring. High priority, department is at a complete stop rn!
And when they do report the problem, they should report the actual problem they had and not what they think the problem is.
So instead of eg. “my computer’s been hacked!”, it’s actually “I saw a scary error dialog I didn’t understand”
That sounds roughly related. I see ones like: excel file broken!!! Actual issue: it’s dark so the computer screen is too bright and when they put sunglasses on due to the brightness, they can’t read the numbers. Solution is to turn the lights on.